There are myriad reasons why Canadians can grow frustrated taking a flight.

A new poll by the Angus Reid Institute underscores some of the anxiety passengers encounter when catching a plane — and an inkling of what’s driving incoming federal legislation to address the matter.

According to the survey conducted late last month, almost two-thirds of Canadians agree with the statement the “airline industry is broken,” that it operates like a cartel with minimal competition.

Some 44 per cent of respondents believe the quality of service on Canadian airlines has deteriorated in the past decade. Only nine per cent think it’s improved.

“What really comes roaring out, like the roar of an airplane turbine engine, is just the sense of having nowhere to turn and feeling like there are very few good options,” said Shachi Kurl, executive director of the Angus Reid Institute.

“They don’t feel like they are being treated particularly well.”

The online poll of 1,553 Canadians found other irritants for frequent and infrequent flyers.

Despite research that indicates fares have dropped in the past two decades, many travellers simply aren’t buying it.

Faced with extra charges for meals, to check-in baggage or select a seat, only 37 per cent of respondents said lower prices are a major improvement.

Grumpy air travellers aren’t isolated to Canada.

The video of a U.S. passenger being forcibly dragged off an overbooked United Airlines flight went viral in April, encapsulating the anger some consumers feel toward the industry.

The poll, which also questioned travellers south of the border, found two-thirds of Americans feel such high-profile stories “show airlines have a serious problem with customer service.”

In Canada, the number stood at 76 per cent.

While Canadian and American consumers share a common view on these matters, they’re not in sync on the solutions.

The survey found 63 per cent of Canadians say governments should regulate the industry more strictly; in the U.S., only 41 per cent felt that way.

During a speech in Calgary last week, Canadian Transportation Agency CEO Scott Streiner noted 133 million people got on or off a plane in the country last year, most without any incident.

Yet, the organization has seen an increase in complaints from air travellers since September.

Prior to last fall, the CTA received about 70 or 80 complaints about air travel each month.

After launching a public information campaign to let Canadians know about its services to resolve customer disputes with airlines — such as dealing with lost or damaged luggage — the agency now receives between 400 and 600 complaints a month.

“The reality is that most of the time when we fly, things go fine,” Streiner told reporters.

“But I think when something does go wrong, air travellers find it challenging, they find it frustrating because there is so little you can do as an individual … it feels like it’s largely out of your hands.”

Air travel complaints handled by the Canadian Transportation Agency.

He’s right. You only need to be stuck without your luggage while on a trip or have a flight delayed while trying to get home to feel the frustration.

The CTA will establish clear standards for how to treat air travellers who have lost their baggage or endured lengthy delays on the tarmac.

Ottawa also wants airlines to seat children near their parents at no additional cost and it will prevent airlines from involuntarily bumping passengers.

Both of Canada’s major airlines welcomed the new legislation.

But WestJet vice-president Mike McNaney said in a statement last month that Ottawa should address all aspects of the air travel experience, “particularly those beyond the control of airlines, such as lengthy wait times for passenger screening and customs.”

YEAR-OVER-YEAR COMPLAINTS (TOTAL)

2016-17 = 3,367

2015-16 = 826

2014-15 = 824

2013-14 = 882

2012-13 = 529

2011-12 = 367

In other words, it’s not just the airline or foul weather that can cause a bumpy trip, but matters of federal responsibility, including security delays that can lead to a missed flight or late boarding.

Finally, most travellers in Canada and the United States still describe their travel on the eight largest airlines in North America as good or excellent.

In Canada, more than three-quarters of travellers who’ve flown WestJet in the past two years said the experience was good or excellent; for Air Canada, the number stood at half.

WestJet spokesperson Lauren Stewart noted the airline doesn’t commercially overbook flights, and the Calgary-based airline is increasing its options by launching a new ultra-low cost carrier, and expanding its international offerings.

Air Canada spokesperson Angela Mah said the airline has received a number of industry awards and high rankings “and we believe they speak for themselves.”

But the rising number of complaints about air travel can’t be ignored. It says something about how Canadians are feeling as they head to the airport.

As Streiner pointed out, in a world where most travellers carry a cellphone with a camera, providing solid customer service and offering fair fixes “when something goes awry is not just in the interests of travellers themselves — it is also in the interests of airlines and airports.”

This Week's Flyers

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